Specialist, Operations (Kuala Lumpur, Malaysia)
External
Westernunion · - Kuala Lumpur, MalaysiaPrepare for this interview
EliteAI-generated questions, company research, and talking points tailored to this role
Responsibilities
- Responsible for coordinating all internal activities required to open a new location, including staff training, account setup, and ongoing account management.
- Responsible for ensuring that all WUPM locations are up and running every day especially Saturday and Sundays.
- Ensure that all locations have what they need to operate efficiently - management of resources (FLAs) to liaise with IC, management of IT terminals to liaise with EUC.
- Arrange any last-minute resources changes, tech outages, replacement/installing WUPOS peripherals like DSP.
- Coordinating and escalating any issues that may arise from customer (recall request, wrong account number, invalid MTCN, refund MTCN not received).
- Monitor Account Payout Network tasks and activities.
- Implement new processes to enhance service, improve cost effectiveness, improve quality, and address service issues for Indonesia network organization.
- Ensure efficiency and quality goals are met for all products and operational queues and departments daily, weekly, and monthly.
- Manage the end-to-end agent experience lifecycle management including onboarding lead times and post activation support.
- Enabling operational excellence in service delivery and regulatory compliance within the country's networks and customers through the coordination of Agent Operations activities, Regional Operation Centers, Compliance, and business.
- Experience in data analysis, market and trend research is a plus.
- Role Requirements
- 3-5 years of work experience in retail consumer, bank, financial services/payment services, call center organizations with emphasis on technology and process or product management. This includes retail point of sale technology, mobile and self-service consumer solutions.
- Experience leading and managing large global cross-functional programs, with the ability to network and communicate across all functions and management levels.
- Experience working with program or project management principles, tools and processes is required with emphasis on Global Retail and Digital products and technologies.
- Detail oriented and results driven - must have a proven track record of delivering high quality results in a global environment.
- Excellent written and oral communication skills (both English and Bahasa), excellent people skills and ability to influence peers and stakeholders in business and technical roles.
- We make financial services accessible to humans everywhere. Join us for what's next.
Benefits
Additional Information
Specialist, Operations - Kuala Lumpur, Malaysia Do you enjoy being the go-to person? Are you interested in providing active operational and field support to Western Union stores and agent network? Join Western Union as Operations Specialist. Western Union powers your pursuit. This role is on the lookout for providing seamless support to the locations of Western Union Retail Services, which consists of Western Union branches and subagent networks. You will be coordinating between various teams internally and externally to provide training and coordinate upgrades and roll outs, maintenance and troubleshooting as required. You will propose operational improvement initiatives to business leaders, whilst ensuring processes are both commercially minded and consistent with regulations.
Your Match
How well this role fits your profile.
Company Intel
What employees say
Worked at westernunion? Share your experience